The business case for service enablement technologies

In this series so far, I’ve explained how technology has changed the preferences of the workforce and the nature of work itself. I discussed service enablement technologies and introduced you to ServiceNow—a system of action that you can incorporate seamlessly with your HR systems of record.

Why should you engage employees?

But you may ask why it is important to raise the bar of the employee experience? Leading companies today are using what they know about consumers to improve their employee experiences. After all, employees are also consumers, and they want the same level of care and professionalism at the workplace that they expect from a vendor or service provider.

Businesses that put the employee experience at the heart of their service delivery models are going to nab the best talent. Their commitment to an employee-centered design allows them to attract, develop, engage and retain talent in today’s digital economy.

The proof is in the numbers. Companies with great employee experiences outperform the Standard & Poor’s (S&P) 500 by 122 percent, while those with highly engaged workforces are 21 percent more profitable that those with poor engagement.

AI is the new UI

It doesn’t stop there. Artificial intelligence has become the digital spokesperson of the modern enterprise. It’s become the new user interface and in the process has unlocked value for countless organizations.

Our research has found that 76 percent of firms are under extreme pressure to extend innovation, while 85 percent will invest in AI-related technologies over the next three years. These organizations say they’ll use AI to infuse HR with new capabilities, including intelligent automation.

The business case for service enablement technologies

Service enablement technologies like ServiceNow provide benefits for the entire organization. They don’t only streamline and improve the employee experience; they also increase revenue and make the organization more competitive and profitable in the long run.

HR ServiceNow reduces costs, increases productivity and HR efficiency and improves the quality of service of the whole enterprise. How does it do all of that? Its self-service portal reduces the volume of cases that HR handles daily. Mobile-enabled case management and self-service options also reduce labor costs. The intuitive one-stop-shop meets the needs of employees regardless of where the request started.

Employees can voice their needs and concerns via social and collaborative feedback channels that form part of the ServiceNow system. HR can track and report on tasks to make better resource allocation decisions and to improve services.

Finally, ServiceNow eliminates time-consuming manual processes (for example emails, phone calls, or spreadsheets), allowing HR to focus on more strategic high-value activities.

ServiceNow research found that companies with highly automated services are six times more likely to experience revenue growth of more than 15 percent. Eighty percent of executives believe that automation can spur job growth, while 94 percent believe it raises productivity.

ServiceNow and Accenture’s success stories

We helped a healthcare entity streamline its performance review process by expanding ServiceNow to its HR processes. This resulted in a 30 percent increase in participation, reduced processing times and increased visibility in talent development.

We also helped a large financial organization reduce the time it takes to complete common requests by leveraging HR robotic process automation. The organization saw a 78 percent reduction in the amount of time it takes to handle requests.

Service enablement technology not only makes for happier employees, but also increases productivity and saves time, effort and money.

In my next post, I’ll give practical examples of how to use these technologies in your business. In the meantime, download the report—Enhanced Employee Engagement: It’s a New Day. Learn how to cultivate a digital environment with ServiceNow.

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